Guardian Protection Services Inc

Review: 1.Incident 1 on 12/24/12 while I was out with my family shopping on Christmas Eve, we get a phone call from Guardian Control Center because an alarm triggered that someone was possibly in the house while we were away. Guardian contacts the local police while we rush home. When I get home I identify myself as the home owner and I disarm the system so the police can search for possible intruders. With guns drawn, the police search every inch of the house and find nothing. I was told I had to register my alarm system with the police department at the fee of $10.00.we talk with Guardian Control Center and we were told the alarm was the motion detector located in the foyer. 2.Incident 2 on 6/15/2013 we get another call from Guardian Control Center saying we have another possible intrusion. So, I gather up my family to race across town to meet-up with the police only to find once again another false alarm after the police search the house from top-to-bottom. Only this time, I will be fined for the false alarm. So, I call Guardian Customer service to dispatch a service technician to inspect the system. Each service call is also a fee of $25.00. It was explained to me that if I had not made any modification to the dry-wall or any type of modification that would affect the system, I would not be charge the $25.00 fee. Guardian comes out, finds that the problem is their system and replaces the motion detector in the foyer. My home is a new build and I have not made any modification, but I was still charged $25.00. Several days later I notice that now, whenever I walk in front of the motion detector in another zone, it beeps twice at the control panel. Called Guardian back and explained the problem and they would dispatch another tech at the fee of another $25.00 dollars because the attempt to repair the problem remotely did not work.3.Incident 3 on 7/7/2013 prior to the technicians scheduled appointment to fix another problem with the system. We received another call from Guardian Control Center for another possible intrusion while in church service. The police come out but they do not wait for us to return home to search inside as they have in the prior incidents. Each incident occurs when NO ONE is in the home.So I call Guardian back again to explain the on-going problem to a supervisor. They ask if they could dispatch another technician for another $25.00. I declined and asked to be released from the contract because their system has proven to be unreliable and the fees associated with their problem are becoming unbearable for me financially. I was told that I would have to pay $1,800 to be released from the contract or I can sign for an extended contract and they would install another motion detector with a built-in camera that would also double my monthly monitoring fees.Desired Settlement: I would like for Guardian to dispatch a technician that will come-out and remove their system from my home as well as be released from the contract we agreed on when I purchased my home. I feel that their offer of to fix the problem by installing another device as well as doubling my monthly monitoring fees is an insult to injury. Their system is supposed to protect my home and give me a piece of mind that when I am away from my home that my family and belongings are protected. What I have received is mounting fees for false alarms from the Police department as well as mounting fees from Guardian for coming out to service their faulty system. Not to mention the time away from work that I have to be home for them to access the system to try and repair it. I would like to also mention that the schedule technicians for our 7/19/13 appointment DID NOT show-up, so I am schedule for another weekday appointment that I will have to take off yet again. Totally unacceptable for a service we so d

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to respond and assist in facilitating resolution.

Mr. [redacted]’ letter expresses concern regarding false alarms which has resulted in unnecessary police response and has requested the cancellation of his account. Upon receipt of your letter, Guardian made a number of attempts to contact Mr. [redacted] to discuss his concerns directly. Regretfully, Guardian has been unable to reach Mr. [redacted] to date.

Guardian has conducted a thorough review of Mr. [redacted]’ account and his concern regarding police response to alarm signals received from his residence. Our records indicate that between December 24, 2012 and August 5, 2013, Guardian received intrusion alarms from the [redacted] residence on six (6) distinct occasions. In response to each alarm event, Guardian immediately called the premises and attempted to reach an authorized party to verify status prior to notifying the authorities. During three (3) alarm events, Guardian was able to reach an authorized party who provided the security password and confirmed the event to be false in nature. During the remaining three (3) alarm situations, Guardian was unable to reach Mr. [redacted] or his emergency contacts to determine whether the alarm was an actual emergency and therefor notified the local Police Department in the best interest of the safety and security of the customer.

The review revealed that Guardian’s central monitoring station took the appropriate steps and actions consistent with the best interest of the customer’s life safety in mind when responding to emergency alarm notifications received from Mr. [redacted]’ residence. Upon receipt of a Burglary/Unauthorized Intrusion Signal Event, Guardian’s Central Station operators’ initial concerns deal with executing timely response to reach an authorized party. Central Station personnel have no way of knowing whether the alarm is an actual emergency in progress or a false alarm unless they can reach an authorized party. The actions taken by Guardian in response to the alarm conditions received from Mr. [redacted]’ system included, in this sequence: a) contact the premises to reach an authorized alarm user who could provide the security password and inform Guardian whether the condition was an actual emergency or a false alarm, b) being unable to reach an authorized party at the premises, notify the local authority of the alarm condition and the address, and c) notify the parties listed in Mr. [redacted]’ emergency contact list. These actions were appropriate and consistent with alarm handling protocol set forth throughout the security industry. Although the outcome of such false alarms ended up being problematic, had there been an actual emergency in progress, Mr. [redacted] would have surely been pleased with Guardian’s response time, accuracy and protocol.

Mr. [redacted] has expressed concern that the false alarm events were the result of faulty equipment. Our records indicate Guardian conducted onsite service at Mr. [redacted]’ residence on June 17, 2013 at which time Guardian’s technician replaced the foyer motion sensor. Prior to departing the residence, Guardian’s technician tested the device and confirmed it to be operating properly as evidenced by Guardian’s receipt of all signals in its central monitoring station.

On July 7, 2013, Mr. [redacted] informed Guardian that the basement motion sensor was emitting a chime and requested Guardian’s assistance in disabling that feature. Guardian attempted to remotely access Mr. [redacted]’ system to disable the chime, but was initially unable to connect to the security panel. Guardian left a voicemail message for Mr. [redacted] indicating the remote access had been unsuccessful and suggesting onsite service may be necessary.

Mr. [redacted] contacted Guardian in response to the voicemail message and scheduled a service appointment for July 19, 2013. During that conversation, Mr. [redacted] inquired about options to cancel his Guardian account. Guardian’s representative informed Mr. [redacted] that an early termination fee would apply as he remained within the initial term of his Agreement. In an effort to address Mr. [redacted] concerns regarding the motion sensor, Guardian’s representative indicated the sensor could be replaced with a different device, the sensor could be relocated, or Mr. [redacted] may elect to upgrade to interactive services and utilize a motion sensor/camera device. Mr. [redacted] expressed interest in interactive services and asked if the upgrade could be accomplished during the service appointment on July 19, 2013.

Prior to the service appointment, Guardian made a second attempt to remotely access Mr. [redacted]’ system on July 15, 2013. Guardian successfully connected with Mr. [redacted]’ security panel and reprogramed the basement motion sensor to discontinue the chime feature.

Unfortunately, Guardian’s technician was ill and unable to attend the service appointment scheduled for July 19, 2013. Upon closer review of Mr. [redacted]’ account, it regretfully appears that Mr. [redacted] was not informed that the appointment would be rescheduled until several hours after the technician’s scheduled arrival. Guardian sincerely apologizes to Mr. [redacted] for the oversight and for any inconvenience. Mr. [redacted] has since declined to reschedule the onsite service appointment.

Mr. [redacted] has expressed discontent in the $25 co-pay assessed for onsite service conducted at his residence on June 17, 2013 and asserts he was informed the service would be conducted at no charge if the damage was determined to be the result of normal wear and tear. Guardian has reviewed its records including all recent telephone interactions with Mr. [redacted]. (Please be advised that due to the nature of Guardian’s business, Guardian records all customer telephone calls and interactions.) As a result, Guardian has confirmed that Mr. [redacted] agreed to remit payment of the co-pay for the service appointment conducted on June 17, 2013 and was further informed that any damage resulting from remodeling or modifications to the system would be subject to Guardian’s standard service rates. As such, Mr. [redacted] was properly invoiced the $25 co-pay pursuant to the Extended Repair Agreement set forth in the terms of his Agreement. Notwithstanding, in an effort to earn Mr. [redacted]’ satisfaction, Guardian has applied a credit to his account in the amount of $25 for the co-pay assessed after the service appointment conducted on June 17, 2013.

Mr. [redacted] has requested that Guardian terminate his Agreement. The initial term of Mr. [redacted]’ Agreement is sixty (60) months from February 1, 2012. As Mr. [redacted] remains within the initial term, an early termination fee is required pursuant to the terms of the Agreement.

As a preferred alternative to assist Mr. [redacted] and regain his confidence in his system, Guardian would be pleased to schedule a no-charge service appointment to evaluate, test and make any necessary repair to the system to ensure it is operating perfectly. To further assist Mr. [redacted], Guardian would be pleased to schedule the service appointment for an evening or Saturday in an effort to accommodate Mr. [redacted]’ work schedule. Mr. [redacted] may contact me directly at the telephone number below to discuss his account and/or schedule such a technician.

Guardian believes the above offer to be fair and reasonable and is hopeful Mr. [redacted] will concur. Guardian is committed to delivering the highest standards of customer service and will continue to work diligently to earn Mr. [redacted]’ satisfaction.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for advising Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

[redacted], Supervisor

Customer Service Department

Business

Response:

August 19, 2013

Revdex.com of Western Pennsylvania

Attention: Jen Anglin

400 Holiday Drive, Suite 220

Pittsburgh, PA 15220

Re: David [redacted] - Complaint #9630679

Thank you for providing Guardian Protection Services, Inc. (“Guardian”) with Mr. [redacted]’ additional concerns.

Guardian understands Mr. [redacted]’ concerns related to the false alarms he has experienced and sincerely desires to resolve this matter to his complete satisfaction. Subsequent to receipt of your letter, I was able to speak with Mr. [redacted] directly to address the issues set forth in his complaint. As a result, Guardian has scheduled an onsite service appointment to evaluate the motion sensor at no charge to Mr. [redacted]. Said appointment is scheduled to take place on Saturday, August 17, 2013. As an additional gesture of good faith, a credit has been applied to Mr. [redacted]’ account equal to two (2) months of monitoring service. Mr. [redacted] has expressed his satisfaction at this time.

Guardian sincerely apologizes to Mr. [redacted] for any inconvenience and is pleased to have been provided the opportunity to resolve his concerns. Guardian values Mr. [redacted] as a customer and appreciates the opportunity to regain his trust in the services we provide.

Thank you for advising Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####, ext. 12323[redacted].

Sincerely,

[redacted], Supervisor

Customer Service Department

Consumer

Response:

I am very pleased with Guardian’s response as well as the explanation of services Guardian wanted to provide to resolve this issue. I met with [redacted], Guardian Technical support onsite representative and we went step-by-step as to what could be the problem and how to resolve it. So I was very pleased with the resolve. We are not sure how if this is the fix, but I feel a lot better knowing Guardian is working hard to make this work as well as earn my satisfaction and I must say, so far they are doing a wonderful job and I hope this will be the fix for the false alarms.

Thank you Revdex.com for mediating as well as Mrs. [redacted] and [redacted] of Guardian Protection for doing a great job in helping to fix the problem and resolve any past misunderstanding.

Sincerely,

This is by far the worst company in the world to deal with. I try and make payments and they refuse because it's in my wife's name and not mine. This is my house I was out of town on business when it was installed and now I can't make payments.

They won't change it to my name without jumping through hoops. Did I say this is my home not hers?

Review: The company representative posed as upgrading my existing [redacted] security and misrepresented their intentions to switch services. After continuous questioning, I was finally informed that I would be changing from [redacted] to Guardian. I agreed to a 3 -day trial on April 30th. I faxed and phone a notice of cancellation on May 1, 2015. I have made 3 attempts request credit for the full amount charged to my account. Additionally at no time was I informed that they would not re-connect the existing [redacted] monitor that they un-installed.Desired Settlement: Full amount of $139.99 credited back to my account and $25 to cover the cost of reinstalling my [redacted] unit.

Business

Response:

June 3, 2015

RE: [redacted] – Complaint ID #[redacted]



Dear Ms. [redacted]

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian greatly values any opportunity to address a question or concern.

We have conducted a thorough review of the above matter and have determined that Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of AHS, including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Ms. [redacted] has requested the cancellation of her account. Respectfully, Guardian is merely the provider of 24-hour monitoring services for Ms. [redacted] on behalf of [redacted]. Guardian is unable to cancel Ms. [redacted]’s account due to the fact that her contractual obligation is with [redacted]. However, in a genuine effort to assist in facilitating swift resolution of this matter, Guardian provided a copy of Ms. [redacted]’s complaint to [redacted]. [redacted] is a respected firm and has informed Guardian that prior to receipt of the subject complaint, Ms. [redacted]’s account and contractual obligation to [redacted] had already been cancelled and a refund in the amount of $139.99 was forwarded to Ms. [redacted] as requested.

I am hopeful this response has assisted in clarifying this matter for all parties. Thank you for allowing Guardian the opportunity to address Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Dealer Operations

Review: This company accessed my private credit information through [redacted] without ever speaking to me, contacting me or having my permission to access my credit information on 6/12/14. This affected my credit report and may possibly lead to fraudulent activity at my expense and that is unacceptable.Desired Settlement: I would like to know why this company violated my privacy rights by accessing my credit information without my permission, who had access to my information and for what purpose it was obtained. The person accessing my information illegally needs to be held accountable and I would like to know what Guardian Protection plans to do to remedy this situation.

Business

Response:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s concerns. Upon receipt the complaint, Guardian immediately began research into the matter, which revealed that Guardian has no record of an account associated with Ms. [redacted]’s name, address or telephone number. Guardian contacted Ms. [redacted] directly to obtain additional information to further investigate the situation. During that conversation, Ms. [redacted] indicated the credit report reflected the inquiry was made by “Guardian Protection Service” and/or “[redacted].”

[redacted] (“[redacted]”) is an Authorized Dealer of Guardian, whereby Guardian provides 24-hour security monitoring and related services for customers sold and installed by [redacted]. Because Ms. [redacted] informed Guardian that reference was made to [redacted] in her credit report, and Guardian has no record of an account for Ms. [redacted], Guardian contacted [redacted] directly to advise of Ms. [redacted]'s concern and complaint. [redacted] has followed up by informing Guardian they have contacted Ms. [redacted] directly to address her concern. Should Ms. [redacted] wish to follow up with [redacted] further, they may be reached at:

Again, thank you for informing Guardian of Ms. [redacted]’s concern. It is Guardian's hope this matter has been satisfactorily addressed. Should you have any questions I can be reached directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: When I first signed up with guardian protection I had just came our of the hospital and had my 17 year old cousin there to speak with the guy that came to my home to talk about their services. To start with my 17 year old cousin signed the paper work. we have told the sales rep that came to our home that we would be moving in the near future and the sales rep stated that would be no problem we can move your service and you can continue with your 3 year contract. I did ask their sales rep if we are here for another 1 1/2 years then we would just continue service the the remaining 1 1/2 years he said straight out YES!!!!!!!!!!!!!

needless to say that was a lie I later found out when we did move and every time we move we needed to start a new 3 year contract until the 3 year contract if filled at one residence we are now in collections for over 2000.00 even though I was originally told we only have 14 months to go to fill the original 3 years. I ask them for a payment plan they refused me and wanted all monies up front.Desired Settlement: I am now out of work and have been for the last year I am asking for settlement of 50% of what is owed (for the remaining contract term) not for a new 3 year contract and to be pulled out of collections. please take in to consideration I did not sign the contract a minor did and I have been lied to by your sales rep to make the sale so please work with me on the remaining of 50% tot to clear all balances

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in

receipt of Ms. [redacted]’s complaint and values the opportunity to provide

response in hopes of facilitating resolution and clarifying this matter for all

parties.

Guardian has conducted a thorough review of the above

account and offers the following information. For background, Ms. [redacted]

entered into a Residential Sales and Monitoring Agreement (“Agreement”) with

Guardian on September 17, 2012 for an initial term of thirty-six (36) months. Ms.

[redacted] acknowledged the term of the Agreement by affixing her initials beside the

separate and bolded clause which specifically states, “This is a 36 month monitoring agreement.” Ms. [redacted] also executed

the Agreement by affixing her signature at the bottom of the form.

On January 23, 2014 with twenty-one (21) months remaining

in the initial term of her Agreement, Ms. [redacted] informed Guardian that she had

moved from the premises. Guardian’s representative informed Ms. [redacted] that the

initial term of her Agreement had not yet been satisfied. In an effort to assist

Ms. [redacted] in fulfilling her obligations under the Agreement, Guardian offered

to transfer services to her new residence under a new Agreement. Guardian also explained

that should the new homeowner/renter of her home elect to activate monitoring

services under a new Agreement, Ms. [redacted]’s Agreement would be satisfied. Ms. [redacted]

expressed that she had relocated outside of the United States and was unable to

transfer service to her new residence, therefore she wished for Guardian to

contact the new homeowner/renter to determine if they would elect to take over

the monitoring services.

Guardian subsequently made numerous attempts to contact

the new homeowner/renter, however did not receive any response. In the interim, Guardian also made numerous

attempts to contact Ms. [redacted] to follow up with her regarding the status of

her account. Guardian received no contact from Ms. [redacted] until receipt of the

subject complaint.

Upon receipt of your letter, Guardian spoke with Ms.

[redacted] directly. Ms. [redacted] expressed that she had relocated back to the United

States however was unable to relocate monitoring services to her current home

at the present time. Ms. [redacted] further expressed that she was willing to remit

a discounted early termination fee in the amount of $500 in order to satisfy

the remaining obligation under her Agreement.

In a good faith effort to bring swift resolution to this matter,

Guardian accepted Ms. [redacted]’s proposal. Upon receipt of payment in the amount

of $500, Guardian will cancel Ms. [redacted]’s account and she will be released

from all further obligations.

Thank you for the opportunity to address Ms. [redacted]’s

complaint. Should you have any

questions, please feel free to contact me at ###-###-####, ext. [redacted].

Sincerely,

Account

Management Department

Review: When I signed up for Guardian Protective Services, I was attending school in [redacted] The representative did not inform me that the contract was for 36 months. Further, when I called the company to inform them that I would be moving across the country, I was told that I would not have to continue services. After I moved, I received letters and calls from their collections department stating that my account was delinquent. I called to cancel again and was told that I would have to continue making payments even though I am no longer using any of their services. I was offered a chance to void the "remainder" payments by signing up for a new 36 month contract, which I declined. I don't think it's good business practice to ask the customer to continue to pay for services not being rendered. I feel that the initial representative that is spoke to was not forthcoming about the cancellation policy, and additional supervisors I have spoken to have not offered any solutions. A quick [redacted] search shows that this is a pattern of malicious billing practices.Desired Settlement: I would like my account to be cancelled and my balance due to be $0. I would also like to stop receiving calls from their collections department.

Business

Response:

February 4, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian values the opportunity to provide response and assist in facilitating resolution of her concerns.

For background, Ms. [redacted]’s initial transaction with Guardian occurred on September 16, 2013 at which time she executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of thirty-six (36) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically designated the thirty-six (36) month initial term. Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.

On July 7, 2015 with fourteen (14) months remaining in her initial term, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative explained that Ms. [redacted] remained within the initial term of her Agreement and offered to transfer monitoring services to her new home. Guardian’s representative also explained that should the new homeowner elect to activate monitoring services under a new Agreement, Ms. [redacted]’s Agreement would be satisfied.

On August 31, 2015, Guardian spoke with Ms. [redacted] regarding the status of her relocation. Guardian’s representative offered to transfer monitoring services to Ms. [redacted]’s new home in exchange for execution of a new thirty-six (36) month Agreement. Ms. [redacted] expressed discontent with the requirement for a new thirty-six (36) month term. Guardian’s representative also explained that Ms. [redacted] could cancel the account upon payment of an early termination fee.

On September 8, 2015, Ms. [redacted] informed Guardian that she did not wish to relocate services and that she would remit monthly monitoring fees until she was eligible to cancel the account. Guardian received no further contact from Ms. [redacted] until receipt of the subject complaint.

Ms. [redacted]’s letter cites discontent regarding ongoing billing after moving from the monitored premises. Please note, Section 11 of Ms. [redacted]’s Agreement clearly states, “YOUR OBLIGATIONS UNDER THIS AGREEMENT CONTINUE EVEN IF YOU SELL OR LEAVE THE PREMISES.” Guardian apologizes to Ms. [redacted] for any confusion.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to review her concerns directly. During that conversation, Ms. [redacted] reiterated that she did not wish to transfer monitoring services to her new home. Guardian’s representative explained that thirteen (13) months remain in the initial term of her Agreement and explained the early termination fee to be $549.31. However, in a genuine effort to assist Ms. [redacted], Guardian’s representative offered to accept a 50% reduction of the early termination fee in the amount of $275.00. Ms. [redacted] accepted Guardian’s offer. As such, upon receipt of Ms. [redacted]’s payment of $275.00, the account will be cancelled and she will receive no further billing statements from Guardian.

Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]

Sincerely,

Kathleen V[redacted] Director

Account Management Department

Consumer

Response:

Review: I was renting a unit @ [redacted] unbeknownst that there was a master account holder [redacted], owner of that unit. I found this out after agreement was signed and alarm technicians were there to work on alarm; The alarm was calling monitoring company as well as Mr [redacted]. I had received a call from [redacted], account manager in [redacted]; she informed me that I should not have signed contract that the master account holder was [redacted], I was not given this information when Mr [redacted] Guardian salesman came to the townhome to get me to sign a contract. I have numerously tried calling [redacted] and customer service. I have been sent to collections after I moved out of unit and paid my debt, cancelled services via certified return receipt mail as I no longer lived there from April 2013; To this day I continue to receive bills and notices of payment due. The main Guardian number puts me on hold or transfers me to customer service then I get cut off the line.Desired Settlement: Cancel contract as of September 16, 2013 when letter of reinstatement and payment sent, with no further billing. I no longer want any services with Guardian Protection

Business

Response:

Thank you for forwarding the complaint issued by the above-referenced customer of Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to respond to Ms. [redacted]’s complaint and resolve her concerns.

Upon review of Ms. [redacted]’s letter, Guardian conducted a thorough review of her account. While Guardian maintains its legal right to pursue full payment of the account, in this instance Guardian will accommodate Ms. [redacted]’s request to cancel her account without further payment. Guardian has spoken with Ms. [redacted] and confirmed her satisfaction with this resolution.

Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted] Manager

Customer Service Division

Review: Guardian Protection Services has sent repeatable bills for home security service that we do not have active in our home. The most resent bill attempt is for the amount of $254.70 (This includes late fees and taxes for a $44.95 monthly service), under account number [redacted]. We have on several occasions contacted Guardian in reference to why the billing for a service that is not being provided. They claimed the billing would stop. However, on 8/18/2013 I received a bill in the amount listed above. I believe this is an unfair business practice and am afraid this will effect my credit rating and history. Please advise and or assist on how this matter can be resolved, Tank You.Desired Settlement: 1. Would like the billing stopped.2. A formal letter from Guardian that my account is at a zero balance, nothing due.3. Assurance that my credit rating and history is not effected.

Business

Response:

Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address Mr. [redacted]’s concerns.

For background, please note that Mr. [redacted] originally met with Guardian in September 2012 to review products and services that were available for his new home, which was under construction at the time. Guardian presented various products and services for his consideration, after which Mr. [redacted] decided to engage Guardian to install electronic security hardware in his new home and provide 24-hour security monitoring services. In order to memorialize the specifics of his transaction with Guardian, Mr. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on September 16, 2012.

After his engagement of Guardian’s services, Mr. [redacted] received three (3) full business days to review and consider the transaction to which he was entering with the option of terminating the transaction with no further obligation. This fact is evidenced by Mr. [redacted]’s written acknowledgment in the Notice of Cancellation form which is a separate document. Mr. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligation as set forth in the Agreement by providing and installing his security system. As of this date, Mr. [redacted] has not activated his 24-hour monitoring services.

Mr. [redacted] expressed dissatisfaction in his complaint about receiving billing statements from Guardian prior to the activation of his monitoring services. Respectfully, Section “B” of Mr. [redacted]’s Agreement authorizes Guardian to begin billing the Monthly Fee within forty-five (45) days following the installation of the System. Billing therefore commenced pursuant to the terms of the Agreement, however please note that upon activation of Mr. [redacted]’s monitoring services, the balance due on Mr. [redacted]’s account will be waived and billing will began anew.

Mr. [redacted]’s letter also expressed concern related to his credit rating and history. Please allow this letter to confirm that Guardian has provided no negative reporting to any credit bureau regarding Mr. [redacted]’s account.

Upon receipt of your letter, Guardian contacted Mr. [redacted] and provided the above explanation directly. Guardian apologizes to Mr. [redacted] for any confusion related to the billing of his account.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for providing Guardian the opportunity to address Mr. [redacted]’s concerns. Should you have any questions, please feel free to contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

This is my complaint. This company use two fraudulent companies to evade responsibilities,, ([redacted] and [redacted]), they send to my house a sale person with diffrent contract, by the time I want to terminate the contract, you will not be able to do so, because they have a different one,they also tell me that they do not care about my contract because the one they use against me is the one they recorded, they told me that I did agree 36 months contract by voice, I do not remember that I do so. The guy who sold me the alarm he wrote on my contract that I can disconnect any time after 30 days anytime. I been trying to disconnect since march without success. They been calling me several times per day, . They been trying to withdrawal money from my bank after I told them to stop the service. I been beging them to live me alone, I know they will damage my credit, I told them is fine with me, just I want them to live me alone. I been having bad time with this company is like a nightmare. I have spoke with several people in both companies no one is been helpful. They been making me feel like a criminal because, they been calling several x per day to collect their money, also they discusss my contract with a person I know, they call him, to let them know my business, like how much I owe to them, I feel violated on this situation. They never ask authorization. I DID called the Revdex.com in [redacted] for help, but they reject me they tell me they can do so. So where customers like me can complain in USA. My only intension is to prevent people of cruel companies.

Review: WE ORIGINALLY SET UP OUR SERVICE TO PROTECT THE DOGS IN OUR KENNEL, THEY CLAIMED THERE EQUIPMENT WOULD REMOTELY CONNECT TO THE BASE UNIT FROM 100 FT. AWAY. THIS HOWEVER PROVED TO BE UNTRUE AND WHEN THEY CAME OUT TO CHECK THE SERVICE AT A FEE OF $90.00, SO WHEN THEY FOUND THEIR FIRE DETECTOR WOULD NOT REACH THE BASE UNIT, SO THEY SWITCHED IT OUT WITH A MOTION DETECTOR INSIDE THE HOUSE, WHICH WAS COMPLETELY UNACCEPTABLE. THEY SAID THAT WAS THE BEST THEY COULD DO. THIS VOIDED THE REASON FOR THE SERVICE BECAUSE IT NEVER PROVIDED PROTECTION FOR OUR DOGS. OTHER KENNELS IN OUR AREA HAD BEEN TORCHED PRIOR TO AND AFTER SETTING UP OUR SERVICE. WE REQUESTED CANCELLATION OF OUR SERVICE BECAUSE IT DIDN'T SUIT OUR NEEDS. WE ATTEMPTED TO CANCEL MULTIPLE TIMES OVER THE LAST 3 AND A HALF YEARS.THE DOGS WERE FULLY ABLE TO PROTECT THE PROPERTY, BUT THE SYSTEM WAS UNABLE TO PROTECT THE DOGS. WE NO LONGER HAVE OUR DOGS AND HAVE MOVED TO A RETIREMENT COMMUNITY AND NOW ARE LIVING STRICTLY ON SOCIAL SECURITY AND CANNOT AFFORD OR NEED THIS SERVICE, BUT THEY STILL REFUSE TO CANCEL THE SERVICE, EVEN THOUGH WE NO LONGER LIVE AT THE SERVICE ADDRESS. PLEASE LET US KNOW IF OTHERS ARE HAVING THE SAME PROBLEM.Desired Settlement: SINCE WE HAVE REQUESTED THEM TO CANCEL THE SERVICE REPEATEDLY WE WOULD LIKE THEM TO CANEL OUR SERVICE AND STOP THE HARASSING CALLS AND BILLING AND CANCEL OUR SERVICE AS OF OUR LAST REQUEST SINCE JULY WHEN WE MOVED. WE ARE BACKING THIS UP WITH A WRITTEN REQUEST THAT THEY CANCEL THE SERVICE AND STOP THE HARASSING CALLS AT A RATE OF 6 A WEEK.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint. Guardian values the opportunity to provide response and facilitate resolution of his concerns.

Guardian has conducted a thorough review of the above account and offers the following information. For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer known as [redacted]. As such, all aspects of Mr. [redacted]’s sales transaction and system installation took place directly with [redacted]. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Mr. [redacted] entered into an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with Guardian on February 14, 2011 for an initial term of five (5) years.

On October 8, 2014 with sixteen (16) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that had moved from the monitored premises. Guardian’s representative informed Mr. [redacted] that the initial term of his Agreement had not yet been satisfied and in order to terminate the account prior to the end of its initial term, payment of an early termination fee was required. In an effort to assist Mr. [redacted] in fulfilling his obligations under the Agreement, Guardian offered to transfer his services to his new residence under a new Agreement. Mr. [redacted] declined all offers and Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. While Guardian maintains the legal right to pursue fulfillment of the terms of Mr. [redacted]’s Agreement, in good faith Guardian has agreed to cancel Mr. [redacted]’s account and release him from further obligation. Mr. [redacted]’s account was cancelled effective October 17, 2014 and he will receive no further billing statements from Guardian. Mr. [redacted] has expressed his complete satisfaction with this resolution.

Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

[redacted], Director

Account Management Department

Review: Had their security service since 8-2009 at a vacation house @ [redacted]. In 3-2013 I wanted to go wireless. That's when nightmare began. I signed a new contract, however they didn't sell me correct equipment nor provide wireless carrier that supported Holland, MI. Their customer service records do not match the records as [redacted] from [redacted]. It took 5 months for Guardian just to figure out that [redacted] does not get reception in the Holland area. [redacted] had intervined several times on my behalf. In 12-2013 [redacted] was finally given the correct unit however not without flaws. Guardian sent me an e-mail stating that my water pipes might have broken. I drove from Chicago to Holland MI and the pipes were fine. On 4-12-14 I received a call say someone had broken into the house. This was the second time this happened and it is documented in the Holland Police Station. On April 21st and 28th I was there and the system wasn't working properly-it didn't cover front door. I even got an e-mail from Guardian saying that the power went out. A few minutes later a got another e-mail saying the power went back on. I was there and the power didn't go off and even if it did what impact should that have on a wireless unit - it has battery backup. They offered a tech to come out. I am done with techs coming out. I don't want anymore techs. I am done with them trying to fix something that has flaws. When I left for Chicago I did not arm the system bc I didn't want anymore false alarms. On 6-19-14 I sent a certified letter to [redacted] asking for help also asked him to contact [redacted] to verify my complaints. As of today I have not heard anything from Guardian and neither has [redacted] from [redacted]. They want $1,700 to cancel my contract and I refuse to pay them, however I am still making my $44 payment. There is more involved in this story but due to the limited space I cannot explain everything. Bottom line they didn't prove service and I want out of contract.Desired Settlement: Due to all the problems I have had I want to cancel my contract without a $1700 fee. They have caused so much inconvenience and stress I do not feel like I owe them anything. They sold me a system that would not bypass a landline. Said system did not get signal from [redacted]. Has been over a year problem not solved and I do not want any techs coming out. Hank has been out numerous times and still can't fix. I want to cancel contract without having to pay a fee. They did not keep their provide service

Business

Response:

Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address Ms. [redacted]’s concerns.

Ms. [redacted] expressed concern related to ongoing issues with the security system in her vacation home. While Guardian maintains the legal right to pursue fulfillment of the initial term of Ms. [redacted]’s Agreement, in this instance and in good faith Guardian has agreed to cancel Ms. [redacted]’s account pursuant to her request. Said cancellation became effective August 12, 2014. Guardian has spoken with Ms. [redacted] who has expressed her complete satisfaction with this resolution. Guardian sincerely apologizes to Ms. [redacted] for the issues she experienced.

Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please feel free to contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: Our home suffered a lightening surge on Monday June 30 and we contacted Guardian Security on July 1 to inform that our alarm system was affected and we need them to come out an assess the damage. Guardian Security sent out a service technician to our house of July 3 and assessed what would be needed to repair and replace damaged items. The service technician informed us that the 1st available appointment for them to come out and replace the equipment would be on July 22 (3 weeks later). On July 22 the service technician came to the house and was unable to complete the repairs and replacement. Claimed he needed additional material and he would need more time. And because he had other appointments for the day he will have to come back out on another day and his first available appointment would be Aug 5 (5 weeks since the original assessment date by technician. We found this completely unacceptable.I contacted Guardian to express the urgency of having our alarm installed and activated asap bcause we are going on vacation and we have already been 3 weeks without service. And an additional 2+ weeks is unacceptable. Guardian Security told me that the reason they can't get it done any sooner is because they only have ONE (1) service technician that works in my area. I repeatedly told them that this was unacceptable and they are in breach of contract if they can't provide me with security because they are understaffed as a company. The representative [redacted] ID Stamp [redacted] who is Loyalty Leader in their Customer Loyalty Department was extremely rude and was not taking our security and safety in consideration but rather defaulting any blame for this on me. I did speak on 2 occasions with [redacted] in Customer Loyalty on July 26 and he tried to get an emergency technician to my house but was unable to do so.Bottom line, Guardian is and has not been able to provide us with Security converge. They admit that they only have 1 Service Technician that works our area and that is unacceptable since it cannot properly provide us with coverage. We have been without fire and security coverage now for over 3 weeks and will be without coverage for the foreseeable future. They are now putting their company in a liability position should an incident occur, they are putting our livelihood in jeopardy and they are not fulfilling their end of the agreement with coverage.Desired Settlement: I would like a refund for the time period that Guardian Protection was unable to properly provide security protection and I would like to have our current contract terminated since there is a breach of their services per their contract.

Business

Response:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr.[redacted] complaint. Guardian values Mr. [redacted] as a customer and appreciates the opportunity to address his concerns.

Mr. [redacted] letter expresses dissatisfaction related to the service of the security system in his home. Guardian extends its apology to Mr. [redacted] for any confusion and/or inconvenience. Guardian is committed to delivering the highest standards of customer service and sincerely wishes to earn Mr. [redacted] faith and confidence in the services we provide. To that end, upon receipt of your letter Guardian immediately contacted Mr. [redacted] to address his concerns directly. As a result, the parties were able to reach a mutually agreeable resolution to Mr. [redacted] concerns to which he has expressed his complete satisfaction.

Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: I recently signed up with Guardian protection and met with the sales rep to go over my install. I already had a [redacted] system and the installer was suppose to hook into the [redacted] system and add three windows. The installer showed up and said he did not have a transponder. He took off my [redacted] equipment and replaced part of it with Guardian services. I had 4 doors armed with [redacted] plus three motion detectors. The installer left and told me he would be in contact and would need to install everything as agreed at a later date. After not hearing from him I contacted the sales rep and was told the order did not go as planned and he would make it right. Still didn't hear anything and reached out again to Guardian. I spoke with Burt who told me he would get this resolved......still haven't heard anything. I contact Guardian again today and was told it would be resolved.Desired Settlement: Install system according the agreement. I had 4 doors armed plus two zones of motion detectors with [redacted]. The [redacted] system was suppose to remain the same only changed to Guardian. Guardian also was adding two windows in the basement and one window on the first floor. My basement has not been armed since the install leaving us vulnerable and Guardian is negligent.

Business

Response:

March 21, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian extends its apology to Ms. [redacted] for the delay in completing installation of her security system and for any inconvenience the delay may have caused. Guardian is committed to delivering the highest standards of customer service and sincerely regrets any issues she has experienced.

Guardian completed the installation in Ms. [redacted]’s residence on March 10, 2016. In apology, Guardian has applied a good faith credit to Ms. [redacted]’s account equal to two (2) months of monitoring services. Guardian values Ms. [redacted] as its customer and appreciates the opportunity to regain her trust in the services we provide.

Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[redacted] Manager

Customer Service Department

Review: I entered into a contract with this company on 07-08-2011 for a wireless alarm system. I had had [redacted] Home Security prior to this, a landline system, though they went out of business. I was advised by Guardian that a wireless system was much more effective and safer due to telephone landline outages and criminals bypassing that kind of system. Price difference $29.99 to $44.99. No problem with this price at all. Received phone call from them stating they needed to upgrade my system due to cellular towers changes recently and after several conflicting conversations/pricing offers, an appointment was made. I only had 4 months left in my 5 year contract and did not want to pay a high price to update my system nor did I want to sign a new contract as they wanted me. A nice gentlemen, Grant came to my home on 2/12/2016 to install a new key pad. He of course checked the system after installing it and the motion detector was not working which I was not aware of. My friend was over as we were watching "[redacted]" from the previous night and Grant was on the phone speaking to someone at his company to get permission to install new motion detector he had just told us. My friend, [redacted] muted the TV and motioned for me to listen to his end of the conversation. Grant had ask me prior to his call to the company where my Guardian box was in the house, I told him I had never had one, only a Brinks box in my bedroom closet which is where he found that Guardian had used to hook into so they would not have to install their own new equipment, which according to two of the supervisors I have spoken to with Guardian, both Sara and Phillipee' say this is very customary among companies. This does not concern me, my problem is that both my friend and I hear Grant's side of the conversation which he is telling someone that I need a new motion detector because it was not working and had never been hooked up as wireless and had only been hooked to a landline which [redacted] had initially installed years before....he then turned around and saw me and said to whomever he was speaking to that "I'm afraid we have another problem as the customer is right behind me and is aware of this." That was only the beginning of numerous calls to the company to which I was assured over and over that my issue would be looked into and I would receive a call back on a specific date which did not happen on the first three times I called. When I would call back after waiting 3 days past the date they assured me they would review tapes and address my issues, I would speak to someone new and they would totally contradict what the previous person had said on our initial call and basically tell me the information I was telling them was untrue and that no one would have told me that. On many occasions I ask them to pull the tape, giving them the exact time I had contacted them to prove my statements of what the previous supervisor had told me were exactally as I had stated as all of the phone calls are recorded. I was finally contacted on Thursday, February 25 and after paying them for a service for 4 years 8 months that I did not have, Phillipee' offered me 2 months free service. The treatment I received from this company was unacceptable. The facts are I have a circular style home, if anyone broke into any window the motion detector would alert from all areas of my home therefore I did not have my windows armed with the exception of my Son's who has a large window in his room and very expensive divides and someone could go through his window and remove things from his room back out through the window, not possible with my other windows. I have had a false sense of security for almost 5 years, been treated disrespectfully all at a cost to me of $2,519.00. I have been told it would take a subpoena to get copies of all conversations and please know I am willing to go that far. I have my [redacted] records of every phone call I have made and proof of their lack of returned calls and most importantly......all of their own recordings of misinformation, contradictions and the many times they told me I was not speaking the truth. I also have not had a landline for years so I was totally unprotected.Desired Settlement: At this time with all of insults I have received from this company, I would like all money returned for services not received. Thank you

Business

Response:

March 4, 2016

Re: [redacted] - Complaint #[redacted]

Dear Ms. [redacted]:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Guardian values the opportunity to provide response and clarify this matter for all parties.

Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] Security, LLC (“[redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction and system installation took place directly between [redacted] and Ms. [redacted]. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Our records indicate that Ms. [redacted]’s original transaction with [redacted] occurred on June 2, 2011 at which time she executed an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with [redacted] in order to engage monitoring services. The initial term of the Agreement was for a period of sixty (60) months. Ms. [redacted]’s system was installed and activated by [redacted] on June 8, 2011. Prior to departing the residence, [redacted]’s technician tested all devices, including the Zone 5 motion sensor, and confirmed receipt of all signals in Guardian’s central monitoring station.

Ms. [redacted]’s letter indicates that a Guardian service technician informed her that the Zone 5 hard-wired motion sensor was never connected to the security system at the time of sale with [redacted]. In response to Ms. [redacted]’s concerns, Guardian conducted a thorough review of her account. Our investigation into this matter continues. Guardian apologizes to Ms. [redacted] for any confusion and/or misinformation provided. Guardian will address this matter directly with the service technician and will use this instance to appropriately address the subject internally to ensure our technicians avoid such circumstances in the future.

For background, our records indicate that Ms. [redacted]’s system was designed to transmit signals to Guardian via her telephone landline. Ms. [redacted]’s system also included a backup cellular communication device to transmit signals in the event her landline could not communicate. Ms. [redacted] has expressed concern that upon cancellation of her home landline, security devices were rendered unable to communicate. Please be assured that all security devices in Ms. [redacted]’s home, including the Zone 5 motion sensor, continued to properly transmit signals to Guardian via the cellular radio.

Subsequent to activation of Ms. [redacted]’s system on June 8, 2011, Guardian received alarm signals from the Zone 5 motion sensor on two (2) occasions, October 25, 2013 and October 31, 2013. During both alarm events, Guardian dispatched the authorities in response to the signals received from the Zone 5 motion sensor. This would clearly indicate that the motion sensor was, in fact, connected to the security system and sending proper signals to Guardian’s monitoring station.

After the authorities were dispatched on October 31, 2013, Ms. [redacted] contacted Guardian and expressed concern that the motion sensor was creating false alarms. In a genuine effort to assist Ms. [redacted], Guardian’s representative suggested that Ms. [redacted] change batteries in the device or ensure that no cobwebs were interfering with the motion sensor. Guardian’s representative also offered to schedule onsite service to inspect the device however Ms. [redacted] declined at that time.

On November 24, 2013, Ms. [redacted] requested onsite service to inspect the Zone 5 motion sensor. A service appointment was scheduled for December 10, 2014. Unfortunately, Guardian was unable to complete the service appointment as scheduled due to the service technician becoming ill. Guardian contacted Ms. [redacted] to reschedule the service appointment however Ms. [redacted] indicated she would call back at a later time to reschedule. Guardian received no further contact from Ms. [redacted] related to the motion sensor.

On February 12, 2016, Guardian conducted onsite service to upgrade Ms. [redacted]’s security panel from 2G to 4G. During that service appointment, Guardian’s technician replaced the Zone 5 motion sensor at no charge to Ms. [redacted] upon learning that the device was not compatible with the new security panel. Guardian received the subject complaint shortly thereafter.

Upon receipt of the complaint, Guardian contacted Ms. [redacted] to provide the above explanation. Guardian’s representative assured Ms. [redacted] that the motion sensor was connected to the system at the time of activation and that the device continued to transmit signals with the cellular communication device after she had cancelled her landline. Guardian’s representative also explained that Ms. [redacted]’s original system, the Lynx 3000, allowed for one hard-wired device, which was the Zone 5 motion sensor. When Ms. [redacted]’s Lynx 3000 panel was upgraded to the Lynx 5000 panel on February 12, 2016, the hard-wired motion sensor was replaced with a wireless device in order to be compatible with the new panel. Guardian’s technician replaced the motion sensor at no charge to Ms. [redacted] in good faith.

Guardian’s representative also reviewed with Ms. [redacted] the alarm signals received from the motion sensor in 2013, which would clearly indicate the device was transmitting signals. Ms. [redacted] stated she was previously informed that the device did not work because she had cancelled her landline. Guardian’s representative assured Ms. [redacted] that the motion sensor is tied to the keypad/panel, not the landline. Should the motion sensor activate, any corresponding signal is sent to the keypad/panel. The keypad/panel then attempts to transmit the signal via the landline. If the landline is unavailable, the signal is then transmitted to Guardian via the cellular radio.

Guardian’s representative also explained that Guardian’s previous offer to apply a two-month credit to the account was a good faith gesture made in apology for any misinformation provided and in an effort to regain Ms. [redacted]’s satisfaction. Ms. [redacted] disputed this information, stating she does not believe a company would offer credits if there was no wrongdoing. Guardian’s representative again apologized for any misinformation provided in the past and promised to review all telephone calls with previous representatives and address any misunderstandings. Ms. [redacted] again disputed the information provided to her and stated she did not trust the information being provided to her.

During that telephone call, Ms. [redacted] requested a refund of one-half of all monitoring fees paid to date. Guardian’s representative politely explained that Guardian could not accommodate that request. In a genuine effort to satisfy Ms. [redacted], Guardian’s representative offered to waive the $25 co-pay billed for the February 12, 2016 service appointment. Guardian’s representative also offered to waive the final three (3) months left in the initial term and allow Ms. [redacted] to cancel her account at the present time as she had previously requested. Ms. [redacted] declined and reiterated her request for a refund of one-half all monitoring fees paid.

Based on the above information, Guardian respectfully finds Ms. [redacted]’s request for a refund to be unwarranted at this time. Guardian’s records clearly indicate that the motion sensor was, in fact, connected to the security system and transmitting signals to Guardian. Guardian previously offered to schedule onsite service to address Ms. [redacted]’s concerns related to possible false alarms from that motion sensor. Guardian apologizes that the service appointment was unable to take place as originally scheduled however Guardian did offer to reschedule the appointment at Ms. [redacted]’s convenience. Unfortunately, Ms. [redacted] declined to reschedule a service appointment to inspect the motion sensor.

Guardian believes it has made every reasonable effort to explain the history of the account and satisfy Ms. [redacted]’s concerns. Again, Guardian apologizes to Ms. [redacted] for any confusion or inconvenience related to misinformation provided. Notwithstanding, Guardian respectfully declines to provide Ms. [redacted] with a refund as requested. Guardian’s previous offer to apply credits to the account and/or accept Ms. [redacted]’s cancellation request prior to the end of the initial term remain available to her. Should she wish to discuss these options or review this matter further, she may contact Guardian at her convenience.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for advising Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] I would like to say that all of the information they are now saying they provided me was only after they were aware of my Revdex.com complaint. This explanation is totally different from any proceeding by their supervisors, Sara and Phillipee' The only mention of someone doing something wrong or misinforming me was blamed on the technician, he absolutely said nothing to me, I only heard him talking to someone at his company at Guardian [redacted] so I feel they are totally avoiding their explanation of why a supervisor, Phillipee' told me that I only had cellular back up and when my land line was disconnected by me that was the reason I had no working motion detector. I would only ask you to have them address my concerns, not dance around the information and bring a technician into it, perhaps send you a copy of my 2nd phone call to Phillipee', 4 days after my initial conversation with him which had given him plenty of time to do his investigation as he said it would only take a day and never returned my call. Please explain how every single bit of information I have been told has changed since their knowledge of my contacting you. May I ask for the recorded calls?

Business

Response:

March 15, 2016

Re: [redacted] - Complaint #[redacted]



Dear Ms. [redacted]:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Ms. [redacted]’s additional comments. In an effort to clarify this matter for Ms. [redacted], Guardian offers the following information.

Upon receipt of Ms. [redacted]’s original complaint, Guardian reviewed all telephone calls from the service technician (Grant) while he was onsite at Ms. [redacted]’s residence on February 12, 2016. Guardian’s records indicate that the technician contacted Guardian and spoke with several representatives regarding the motion sensor installed in Ms. [redacted]’s home. Guardian’s research revealed that the technician erroneously stated that the motion sensor was never connected to the system at the time of install and further erroneously stated the motion sensor had never functioned. Guardian’s technician made this statement over the telephone to several Guardian representatives.

While the technician was onsite, Ms. [redacted] has stated that she overheard the technician speaking to Guardian representatives and further heard the technician state, “I’m afraid we have another problem, the customer is right behind me and is aware of this.” Guardian carefully reviewed all telephone calls between the technician and Guardian representatives and found no record of the technician making this statement or any other statement of that nature. At no time did the technician give the impression he was attempting to conceal any issue or his concern from Ms. [redacted] while onsite.

Again, Guardian apologizes to Ms. [redacted] for any confusion stemming from her conversations with the service technician. Please note that Guardian intends to use this example as a training tool to ensure this situation will not occur again in the future with both this technician and all technicians. Respectfully, at no time was Guardian attempting to “blame the technician” as asserted by Ms. [redacted]. The above explanation is provided simply to clarify the original source of any confusion.

Ms. [redacted] has also expressed dissatisfaction with telephone interactions with Guardian representatives, specifically Sarah and Felipe. Guardian did review all telephone calls associated with Ms. [redacted]’s account, including those with Sarah and Felipe. With all due respect, Guardian found no record of Ms. [redacted] being informed by Sarah or Felipe that her motion sensor ceased working when she cancelled her landline. Felipe did indicate he wished to research her account further to determine if the motion sensor was only connected to her landline, but that he could not answer that question without conducting further research first.

Finally, and with all due respect, at no time has Guardian been dishonest or disrespectful with Ms. [redacted], nor has Guardian avoided an explanation as she has asserted. Ms. [redacted] has also stated that Guardian did not provide this information to her until after receipt of the Revdex.com complaint. Respectfully, this statement is false. Ms. [redacted] did speak with a Guardian supervisor, Fernando, on February 28, 2016 who provided the full explanation as stated in Guardian’s original response. At the end of that telephone conversation, Ms. [redacted] stated she was satisfied with the explanation provided, however she intended to file a Revdex.com complaint regardless.

It is Guardian’s determination that every reasonable effort has been made to address Ms. [redacted]’s concerns and answer all questions posed related to this matter. Again, Guardian sincerely apologizes for any misinformation provided in the past. Notwithstanding, Guardian’s records clearly indicate that the motion sensor was, in fact, connected to the security system at the time of installation and continued to transmit signals to Guardian, as evidenced by alarm signals received from the motion sensor which resulted in Guardian dispatching the authorities. Upon notification from Ms. [redacted] that the motion sensor may be causing false alarms, Guardian scheduled onsite service to inspect the device. Guardian regrets that the service appointment could not be conducted as scheduled but did offer to reschedule at Ms. [redacted]’s convenience. Unfortunately, Ms. [redacted] declined to reschedule the onsite service appointment to evaluate the motion sensor, which is clearly outside of Guardian’s control.

It is for the above reasons that Guardian maintains its position that a refund cannot be provided as Ms. [redacted] has requested. Guardian has at all times honored its obligations under the Agreement. Guardian’s previous offer to apply credits to the account and/or accept Ms. [redacted]’s cancellation request prior to the end of the initial term remain available to her. Guardian believes these offers to be fair and reasonable and remains hopeful that Ms. [redacted] will concur.

I am hopeful the above information has further clarified this matter for Ms. [redacted]. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Andrew A[redacted], Manager

Customer Care Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I truly do not understand the process of this complaint format. I have been told many different stories by many different people at this company, have been told many times that what I was stating was untruthful and now they are saying there was never any tape of the technician saying to someone at the company "I'm afraid we have another problem as the customer is right behind me and is aware of this." My friend was here at the time, remembers it exactly that way but according to the company, this never took place. I have never been late on a payment auto deducted from my account for the last 4 years 10 months, my fico score this month is [redacted] and I guess they feel as though I have nothing better to do than make up a story. Someone from their legal department told me misinformation and telling me I was stating untrue facts have no consequences regarding any refund. I do not believe I had coverage on my motion detector when I had my landline disconnected, they have changed their story time and time again and they have the tapes which do and "do not" exist. I can assure you I did not make any of this up and am tired of their many deceptions.......I'm sure they will keep their A+ rating because I know longer want to deal with these unethical people.......

Regards,

Review: Guardian Protection Services (GPS) is the 3rd party installer of security systems and home ent. wiring for my builder in the [redacted] area. I was contacted by GPS to go over possible upgrade wiring packages. Ultimately I chose to have a set of speaker wires run from the living room to the back porch. During this meeting, I was specifically told this service would include speaker wire being run from the living room to the porch, audio terminals in the living room for the receiver and a volume control to control the outdoor speakers. During final walk-through with builder I noticed the volume control wasn't installed where they roughed in the volume control mount. In its place was a blank wall plate. When I asked the general contractor about the volume control I was told to contact GPS directly as this was an upgrade I purchased direct from GPS.I attempted to reach my sales person at GPS but he was no longer with the company. I left a message with another associate asking for clarification and later that day received a return call. I was told the package did not include the actual volume control, just wiring for a volume control. I was told they don't include a volume control because the control needs to be specifically set based on the ohm resistance of the speakers and receiver connected (which I did not purchase through GPS) or the whole system could be damaged. I was told this is a common question they receive after installation as the paperwork description is misleading. Told the description is cut short on paperwork and gives the appearance a volume control is included. Description reads as follows: "Outdoor Speaker Package for one pair speakers & volume con". At no point during the initial sales presentation was I told package doesn't include volume control. The volume control was a key selling point that made me decide to purchase the upgrade. Extremely dissatisfied with GPS customer service and will be sure to let all my friends know to steer clear of these predators.Desired Settlement: I would like GPS to install the volume control I was told was included with my wiring purchase.

Business

Response:

Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and assist in facilitating resolution to Mr. [redacted]’s concerns.

For background, please note that Mr. [redacted] originally met with Guardian in August 2013 to review products and services that were available for his new home, which was under construction at the time. Guardian presented various products and services for his consideration, after which Mr. [redacted] decided to engage Guardian to pre-wire his home for two (2) outdoor speaker packages.

Mr. [redacted]’s letter asserts that volume controls were promised as part of the outdoor speaker packages he purchased from Guardian. Upon Guardian’s completion of pre-wire in Mr. [redacted]’s home, Mr. [redacted] contacted Guardian to dispute the absence of the volume controls. Guardian informed Mr. [redacted] that the outdoor speaker package does not include a volume control as the control must be specifically set based on the ohm resistance of the speakers and receiver connected to the system. Guardian received the subject complaint shortly thereafter.

Respectfully, Mr. [redacted]’s Addendum to Builder Division Sales and Monitoring Agreement dated August 13, 2013 clearly describes the scope of work to be completed by Guardian as, “PRE-WIRE ONLY.” Notwithstanding, Guardian has contacted Mr. [redacted] and agreed to provide him with (2) volume controls at no charge in order to resolve his concerns. This gesture is made by Guardian in good faith to bring swift resolution to this matter. Mr. [redacted] has expressed his satisfaction with this resolution and has indicated he will self-install the volume controls.

Thank you for providing Guardian the opportunity to address Mr. [redacted]’s concerns. Should you have any questions, please feel free to contact me directly at ###-###-####.

Sincerely,

[redacted], General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I do not have and never had a contract with you. My ex-wife had a contract that expired this 10/2013. I requested you discontinue the security service. You refused to do so. I sent you the deed to my home showing she has no claim on the home. You said you had renewed her contract on your own and only she can stop the service.You are connected to my home against my will! I never had a contract with you or any agreement to allow you to continue to bug my home. I have contacted your representatives several time and they refuse to disconnect from my home!I have written to you explaining the risk you are creating by refusing to disconnect and to stop the billing. I have ask to talk to your legal staff without result. I demand you disconnect from my home and stop placing me at risk of harm!Desired Settlement: The service needs to disconnect from my home so Guardian does not receive an alarm when the alarm in my home goes off!The billings need to stop being sent to my home as I have no contact with my ex-wife and have no idea where she is located. I am sure you can find a way to contact her!I need you to not place me at risk by harming my ex-wife's credit in any way.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’ complaint. Guardian values the opportunity to provide response and assist in facilitating resolution of his concerns.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. As a result, the parties have reached a mutually agreeable resolution to Mr. [redacted]’ concerns to which he has expressed his complete satisfaction. Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.

Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted] Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Unbeknownst to me, the initial tech screwed the door alarm sensors into my doors, in doing so he voided the warranties. Later, when I became aware of the situation, I called the business and spoke with a representative. I explained that they should have used the sticky tabs that every sensor came with. In addition, he also put a phillips head dent in my front door when he screwed it in, by putting too much pressure on his screw gun, and missing the head of the screw. The representative came up with all kinds of excuses. However, none of their excuses exclude them for voiding the warranties on the doors. Countless times I have called them, and told them to call my cell phone, which they NEVER do. They try to call the house for appointments, hoping no one answers. The tech called our home and was late due to the fact he had to drive from 4 hrs away. However, my wife is often home, and he had to come. They continue to avoid this situation, and claim that it is too late to fix the problem. The technician who came out took pictures of all the doors that were drilled into. Then, the representative denied that they did any damage to the doors by screwing sensors in. Who else would have screwed the sensors in the doors? Who else would have a screw gun up that high in that very location? I asked to be relieved of my contract, and they said no. They offered to give me two months free credit.....that doesn't even come close to the replacement value of my doors. I am not unhappy with the actual monitoring, I just want my doors fixed. However, with the way this is going, and the lack of attention from their customer service, and technical partners, I don't feel I should pay them unless or until they fix my doors. The first customer service representative that I talked to over a month ago said, "Yes, they should be using the sticky tabs." Now, after a month, they say no...The tech who came out said that they do it on metal doors, and not wood ones......I said, "They did it on my sliding back door it is wood." He said it's up to the tech....I said, "So you guys just randomly go around messing peoples doors up?!" Of course he didn't have much to say about that. This is the same thing, with everyone I talk to on their end. Full of excuses....well, they damaged my home, and are not willing to fix it. I told them they could wipe the doors with alcohol in the placement of the sensor area, and heat the doors lightly with a heat gun, to remove moisture, and dirt, and the sticky tabs would stick. The only way those sticky tabs do not work, is if dirt or moisture is under them prior to placement. The science of today is far reaching. My parents have their service, which they stuck the sticky tabs on the metal doors, and they have been there for many years. IF you have made significant alterations to the product, affecting its performance, in anyway, that will void the warranty on doors. Holes in doors, not drilled by the manufacturer is one of these reasons.Desired Settlement: replace the damaged doors, totaling 3 exterior doors.

Business

Response:

September 22, 2015

RE: [redacted] – Complaint ID #[redacted]

Dear Ms. [redacted]

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. [redacted]

While Mr. [redacted]’ complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. Mr. [redacted]’ account is among those for which Guardian provides these services. Mr. [redacted]’ sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]’ contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.

Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Mr. [redacted]’ letter asserts that installation of his security system caused damage to three (3) exterior doors. Mr. [redacted] has requested the replacement of these exterior doors as a result. Guardian has conducted a thorough review of Mr. [redacted]’ account and offers the following information.

Our records indicate Mr. [redacted] initially engaged [redacted]’s services on March 13, 2014. To commemorate his transaction, Mr. [redacted] executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with [redacted]. The Agreement bears Mr. [redacted]’ signature. Mr. [redacted]’ system was installed and activated by [redacted] on March 13, 2014.

On August 3, 2015, more than one year after installation, Mr. [redacted] contacted Guardian and asserted that damage had been caused to his exterior doors during installation due to the technician’s use of metal screws to attach the door sensors in lieu of using sensors with sticky backing. As a result of using metal screws, Mr. [redacted] asserted that the warranties on the exterior doors had been voided.

On August 6, 2015, a [redacted] technician went to Mr. [redacted]’ home to replace a panel battery. While onsite, the technician inspected the exterior doors for any damage. It was the professional opinion of the technician that the door sensors were properly installed and no damage was found that could be attributed to installation. Prior to departing the residence, the technician took photographs of the exterior doors and submitted those photos to [redacted] for review.

On August 25, 2015, Guardian spoke with Mr. [redacted] and informed him that [redacted] had reviewed the photographs and had agreed with the technician’s assessment that no damage could be found related to installation of his system. Notwithstanding, in a good faith effort to satisfy Mr. [redacted], Guardian’s representative offered to apply a credit to his account equal to two (2) months of monitoring service. Mr. [redacted] declined and requested the cancellation of his account. Mr. [redacted] further reiterated his assertions that damage was caused by installation and requested that Guardian replace the exterior doors. Guardian’s representative politely explained that Guardian and/or [redacted] is not prepared to replace the exterior doors and further explained that Mr. [redacted] was ineligible to cancel his account as he remained within the initial five (5) year term of his Agreement with [redacted]. Guardian received the subject complaint shortly thereafter.

Given that the nature of Mr. [redacted]’ concerns relate to the system installation which took place directly with [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. Additionally, Guardian immediately contacted Mr. [redacted] to discuss his complaint directly. Guardian’s representative reiterated that Guardian and/or [redacted] is not prepared to replace the exterior doors as Mr. [redacted] has requested, however [redacted] is willing to provide Mr. [redacted] with an alternative form of compensation to satisfy his concerns, such as account credits or free equipment. Mr. [redacted] indicated he wished to consider the offer and would contact Guardian with a decision. Guardian has since reached out to Mr. [redacted] several times to follow up regarding his decision, however Mr. [redacted] has not contacted Guardian to date.

Respectfully, Guardian believes the above offer which was authorized by [redacted] to be fair and reasonable and is hopeful that Mr. [redacted] will concur. Guardian will continue to work closely with Mr. [redacted] and [redacted] to resolve this matter in a manner that is fair and reasonable to all parties.

Thank you for allowing Guardian the opportunity to clarify its role in this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Andy A[redacted], Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First, both names appear on my contract, either one can take payment from my account. They are partnered with [redacted], Inc... one is at the top of the header, and one is at the bottom.Second, they are omitting the evidence prior to Aug 3, that I contacted them and talked to one of their customer service representatives, and she said they should be using the sticky tabs on the sensors to attach to exterior doors. I called more than credited in Mr. Andy A[redacted] statement, they never called me concerning the issue...NOT ONE TIME. I do not appreciate being lied about. NOT only did the initial technician void the doors, he also put a dent in the front entry door...which also wasn't addressed in the statement from Mr.A[redacted]. After the technician came, I had to call Guardian a few times, after weeks of nothing from them, as stated by Mr. A[redacted] they contacted me. All of this should be of no surprise, as they record everything. I am genuinely upset with the way that this has been handled to date. It is just a run around and wish the contract to be void, I don't want them in my house, or near my property. As we all know, a technician isn't going to say something negative about his company....of course he is going to try to persuade individuals their way...it would be career ending otherwise. It is true, I have not been able to contact Allen, one of their customer service reps...I do work many hrs. in my field, I have left a message for him to contact me. He said he doesn't work on Mondays, which is one of my days avaible to contact him.The contract should be voided, as I do not trust, or wish to do business with this company. I am tired of this, and I didn't plan on accepting the free gizmos from them. My house and doors are worth way more than that........and so is my integrity. I do not appreciate the silliness of all this. They know what has happened...and not once has [redacted], Inc tried to contact me regarding this issue. It's just a big circle.Regards,[redacted]

Business

Response:

October 13, 2015

RE: [redacted] – Complaint ID #[redacted]

Dear Ms. [redacted]

Thank you for forwarding Mr. [redacted] additional comments to Guardian Protection Services, Inc. (“Guardian”).

Mr. [redacted] letter expresses discontent with Guardian’s explanation that his contractual obligation is with [redacted] and not Guardian. In an effort to clarify this matter for Mr. [redacted], please note that his Agreement states, “This agreement is entered into this 13th day of March, 2014 between [redacted]. hereinafter referred to as “Company” and [redacted].” Guardian is contracted by [redacted], to provide 24-hour monitoring services, telephone support services and billing services for Mr. [redacted]. A copy of Mr. [redacted] Agreement with [redacted] is attached for your reference.

Mr. [redacted] letter also asserts that he informed Guardian of his concerns with the exterior door contacts prior to August 3, 2015. Please note that due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded. Guardian reviewed Mr. [redacted] account and found no telephone interactions with Mr. [redacted] prior to August 3, 2015 related to the exterior doors. If Mr. [redacted] contacted [redacted] directly regarding this matter, Guardian would have no record of those telephone interactions. Additionally, if Mr. [redacted] left voicemail messages for [redacted] related to this matter, Guardian would have no record of those interactions as well. Our records indicate that Guardian has been professional and responsive at all times in its efforts to assist Mr. [redacted].

Guardian apologizes that its efforts to satisfy Mr. [redacted] have not met his expectations. Guardian has relayed Mr. [redacted] concerns to [redacted]. [redacted] is not prepared to replace the exterior doors, nor is [redacted] willing to simply cancel Mr. [redacted] account as he has requested. [redacted] does remain willing to provide Mr. [redacted] with account credits or additional security equipment in an effort to earn his satisfaction. Alternatively, should Mr. [redacted] wish to cancel his account with [redacted], he may do so upon remittance of the early termination fee as set forth in Section 3 of his Agreement. That amount is designated to be of $1,574.65. (35 months X $44.99 = $1,574.65.)

Thank you for the opportunity to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Andy A[redacted], Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is incredibly frustrating. I will seek damages through alternative measures, implicating both parties, since both are on my contract. Also, it is a bold face lie about the contact prior to Aug 3,..... I have a year and a half AFTER I noticed the damages. There are many alternative methods I will utilize to my full advantage. Andy A[redacted] has lied about this situation, and or the administration below him has enabled this outcome. [redacted], Inc. has cowardly sat by and never called, or contacted me, but left Guardian Protection purposely dangling in the wind, so says Andy A[redacted]. This is just not adding up.

Review: Two college aged men came to my house at 8 pm and told me they were offering me a FREE alarm system if I would simply enter into their advertising agreement, which was to let them put a Guardian sign in my yard. So I listened to them talk and talk about how great the system was but explained to them that my husband is a fit, strong 6 foot 2" stay at home dad. Someone is almost always at our house. Also, I live in a cul de sac where we all know each other and have very little traffic. I told him we do not need or want an alarm system. We have been in our home for 7 years with no issues. But the young men explained that the system is FREE just for letting them put the sign in my yard. So I was extremely tired and had been traveling for work all day--on an airplane out of town by 7 am and another flight back home by 6 pm. I explained to them I just wanted them to leave. But they said this was too good a deal to pass up--a totally FREE alarm system. So I said fine. Do it then just hurry. So I let them sign me up and was almost done when I found out that I was going to have to pay $55 a month. I had already been listening to them talk for about 45 minutes so I just agreed to it. But I specifically asked if I could cancel it at anytime and they said YES. I have now had the system for a little over a month and never once armed it--we DO NOT NEED IT! So I got my credit card bill and noticed the charge and decided to go ahead and cancel. When I called to cancel I was told I have a SIXTY MONTH CONTRACT! I told the lady that their sales guys said I did not have a contract and could cancel any time. She said that I can cancel anytime if I BUY OUT THE REST OF THE 5 YEAR CONTRACT! The sales guys LIED to me. The rep on the phone repeatedly reminded me that I agreed to the contract on the phone and they have it recorded. But the when I agreed to the service the person over the phone mentioned a 5 year agreement. The sales rep at my house said I had an adverstising agreement.Desired Settlement: I would simply like to be let out of the contract. Even though I have not once armed their system I am okay with paying what I have paid to them but since their sales people lied to me and deceived me I want out of the contract.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian greatly values any opportunity to address a question or concern.

We have conducted a thorough review of the above matter and have determined that Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted].

[redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. All authorized dealers, including [redacted], agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities.

Ms. [redacted] has requested the cancellation of her account. Respectfully, Ms. [redacted] will need to communicate directly with [redacted] regarding that topic. Guardian is merely the provider of 24-hour monitoring services for Ms. [redacted] on behalf of [redacted]. Guardian is unable to cancel her Agreement due to the fact that her sales transaction took place directly with [redacted].

In an effort to assist in facilitating swift resolution of this matter, Guardian provided a copy of Ms. [redacted]’s complaint to [redacted] and requested they contact her to address her concerns. Guardian is confident that [redacted] will address this topic with Ms. [redacted] in a timely and professional manner.

Should you or Ms. [redacted] wish to contact [redacted] directly, they may be reached at:

Attention: [redacted], Customer Service Director

[redacted] Business Telephone Number: ###-###-####

I am hopeful this response has assisted in clarifying this matter for all parties. Thank you for allowing Guardian the opportunity to address Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Dealer Division

Review: I sold my home recently at [redacted]. I had 3 months left on my contract. As per guidelines and the contract I signed, I was obligated to either pay the remainder of a 3 year contract, find someone else that they could contract with, or have someone take over the remainder of my contract. Being a responsible person, I had someone take over my contract. Apparently, the person that signed up had second thoughts about Guardian Protection Services and the 60 month contract that he was burdened with. As a result, Guardian Protection Services called me to pay the remainder of my contract. This is not the deal specified in my contract. I got someone to take over the services, at that point I was done. In fact, I called twice to confirm, and even have a copy of this new contract, which I will attach. I fulfilled my obligations, whether or not the person that took over my contract payed or not is not of my concern, I am not a collections agency.Desired Settlement: I paid the last 3 months of this transferred contract, a total of 146.85. I am requesting a refund.

Business

Response:

July 13, 2015

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]:

Guardian Protection Services, Inc. (“Guardian”) in in receipt of the above-referenced complaint. Guardian values the opportunity to address Mr. [redacted] concerns and clarify this matter for all parties.

Mr. [redacted] letters cites dissatisfaction that an early termination fee was required to cancel his account prior to the end of the initial term after he relocated from the monitored premises. Guardian has researched its records and offers the following in response.

For background, Mr. [redacted] executed a Residential Sales and Monitoring Agreement (“Agreement”) with Guardian on October 3, 2012. The initial term of the Agreement was designated as a period of thirty-six (36) months.

On June 1, 2015 with four (4) months left in the initial term of his Agreement, Mr. [redacted] informed Guardian that he was moving from the monitored premises. Guardian’s representative explained that an early termination fee was required to cancel at the present time. In a genuine effort to assist Mr. [redacted] in fulfilling his obligation under the Agreement, Guardian’s representative explained that the new homeowner could activate services under a new Agreement which would relieve Mr. [redacted] from the remaining term. Mr. [redacted] stated he wished to contact the new homeowner and inquire if they might be interested in services.

Guardian spoke directly with the new homeowner, [redacted], on June 3, 2015. Mr. [redacted] expressed interest in activating monitoring services and Guardian forwarded an Agreement to him for signature. Shortly thereafter on June 22, 2014, Mr. [redacted] informed Guardian that he was no longer purchasing the home. Guardian relayed this information to Mr. [redacted] on July 1, 2015 at which time Mr. [redacted] remitted an early termination fee in the amount of $146.85 to cancel the account. Guardian received the subject complaint shortly thereafter.

Mr. [redacted] letter states he “got someone to take over the services” and disputes payment of the early termination fee after the purchase of his home fell through, further stating, “This is not the deal specified in my contract.” With all due respect, Mr. [redacted] statements are inaccurate. The terms of Mr. [redacted] Agreement do not obligate Guardian to release Mr. [redacted] from the remainder of his contract because Mr. [redacted] initially expressed interest in activating monitoring services. To the contrary, Section 5 of Mr. [redacted] Agreement clearly states, “The Customer’s obligations under this Agreement continue even if the Customer sells or leaves the Premises.”

Guardian’s relocation policy is offered as a courtesy to assist customers in fulfilling their obligation under the Agreement. Guardian does offer to cancel a customer’s remaining obligation if the new homeowner/tenant elects to activate monitoring services under a new Agreement. Had Mr. [redacted] purchased the home and executed a Monitoring Agreement in his name, Mr. [redacted] would have been released from the remainder of the initial term. Unfortunately, Mr. [redacted] did not purchase the home and Mr. [redacted] remained obligated to fulfill his Agreement. Mr. [redacted] did remit the early termination fee as designated in the terms of his Agreement and Guardian cancelled his account effective July 8, 2015.

Based on the above information, Guardian respectfully finds Mr. [redacted] request for a refund to be unwarranted.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to respond to Mr. [redacted] complaint. Should you have any questions, please contact me directly at (800) 533-4827, ext. 13614.

Sincerely,

Kathleen Vinay, Director

Account Management Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response is creative, but misses the point. The point is that my contract states that if I get someone to sign a contract I am released. The contract was clearly signed and executed, which was attached to previous email. I cannot help it if the signer of this new contract decided not to fulfill this new contract. Again, contract signed was attached to previous email. It's plain and simple.

Regards,

Business

Response:

July 24, 2015

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]:

Thank you for forwarding Mr. [redacted] additional comments to Guardian Protection Services, Inc. (“Guardian”).

Mr. [redacted] asserts, “my contract states that if I get someone to sign a contract I am released.” Respectfully, Mr. [redacted] understanding of the terms of his contract is inaccurate. There is no language in Mr. [redacted] Agreement which contractually obligates Guardian to release him from his remaining term if a new homeowner/tenant elects to activate services under a new agreement. Guardian does verbally offer this option to customers as part of its relocation policy simply as a courtesy to assist customers in fulfilling their contractual obligation upon relocation. In order to qualify for this option, a new homeowner/tenant must activate services under a new agreement. In this instance, new services were not activated as the sale of Mr. [redacted] was not completed.

Guardian spoke with Mr. [redacted] on July 1, 2015 and relayed that Guardian had been informed the home purchase was not completed. Mr. [redacted] acknowledged this fact to be true and requested the amount due to simply cancel the account. Guardian’s representative explained the early termination fee to be $146.85 and Mr. [redacted] willingly remitted payment at that time.

Based on the above information, Guardian’s position on this matter has not changed. Mr. [redacted] remained contractually obligated to fulfill the initial term of his Agreement upon his relocation from the monitored premises. In good faith, Guardian presented several options to assist him in completing his contractual obligation, including relocation of monitoring services to his new residence, transferring services to the new homeowner upon activation under a new agreement, or remitting an early termination fee. Mr. [redacted] willingly remitted payment of the early termination fee in order to cancel his account. As such, Guardian respectfully declines to provide Mr. [redacted] a refund.

Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Kathleen [redacted], Director

Account Management Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Again, new owner entered into a contract.

Regards,

Review: I WAS LIED TO AND KNOW ONE CALLED ME WHEN I CALLED I CALLED THE GUARDIAN AND THEY ME THEY WOULD HAVE TO CALL OR EMAIL THE MANUFACTUER [redacted] OF THE SYSTEM I AND THIS WENT ON FOR AT LEAST FOUR WEEKS. I THAN HAD NEW SYSTEM PUT IN WHEN THEY GOT A NO SIGNAL FROM MY SYSTEM I GOT A CALL FROM THEM. WANTED TO GET PAID BECAUSE I WANTED TO GET OUT THEY TOLD ME I SIGNED CONTRACT, I SAID YOU LIED TO ME AND NEVER CALLED ME UNTIL NOW. I SAID I WASN'T GOING TO PAYDesired Settlement: I JUST WENT THEM GONE AND TO MAKE SURE THEY DON'T CHARGE MY CHECKING ACCOUNT

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. [redacted].

Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]”). As such, all aspects of Mr. [redacted]’s sales transaction took place directly between [redacted] and Mr. [redacted]. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. All authorized dealers, including [redacted], agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.

Given the nature of Mr. [redacted]’s assertions, Guardian will accommodate his request to cancel his account. Please note that upon such cancellation and service discontinuance, Guardian will no longer respond to any signals from Mr. [redacted]’s system. Additionally, please note that upon cancellation of the account, Mr. [redacted] will receive no further billing statements from Guardian. Mr. [redacted] has expressed his complete satisfaction with this resolution.

Thank you for informing Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Dealer Division